Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.
The Opportunity This position is location in the Business and Technology Solutions – Infrastrcture Services Division. Infrastructure Services has the responsibilities of delivering; data center services, network services, service desk, service management, end-user experience, identity management, collaboration and direct strategic initiatives related to performance and process improvements, stabilization, and cost controls.
As the Senior Director of End User Experience, you will have the chance to lead a team of highly skilled professionals who drive the end user experience across the organization, working alongside leaders of all levels across Information Technology and Abbott. You’ll have direct impact to how technology adopted and rolled out across the organization.
What You’ll Work OnAs part of the Infrastructure Services Leadership Team, the Senior Director of End User Experience will be responsible for establishing and maintaining the delivery of global end user solutions, services and support for key areas including; Collaboration Tools and Services, Service Desk, ITSM and Service Management, End User Support, Endpoint Management, Mobility, Video and Conference Room Technologies, Managed Print Services, Voice of the Customer Feedback and Continuous Improvement. This role will directly manage a team of 5-7 senior leaders in delivery of these services with the focus on providing relevant solutions, educating and building awareness with end users and driving adoption across the enterprise.
The Senior Director of End User Experience works proactively with leaders of all levels across Information Technology and Abbott in managing end user issues while maintaining exceptional end user experience. The candidate will leverage their years of hands-on technical and managerial experience with various technologies, applications, workstations, video and mobile platforms to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements. Additionally, the candidate will draw on project management and IT service management skills to maximize collaboration and productivity of their staff, along with providing effective support for client and customer events around the globe.
Primary Job Scope

• Define the strategy and roadmaps for global service desk, end user services, deskside support, and collaboration with focus on service management and end user satisfaction
• Manage a high-performance team of employees and service providers to deliver a quality set of integrated global services with adherence to standard processes, tools, and service levels
• Identify and implement industry aligned “metrics that matter” to continuously improve service levels and reporting; Engage business stakeholders to measure success; Communicate effectively and relentlessly at all levels to ensure solutions are appropriately utilized
• Actively engage the Senior IT Leadership Team to collaborate on strategic projects and operational alignment with IT applications, infrastructure and security teams
• Manage executive support and provide “white glove” support
• Manage all aspects of delivery related to PCs, laptops, mobile devices, printers and peripherals
• Manage video conferencing technologies and the support of conference rooms
• Manages global service desk, ITSM and service management
• Leverages reporting data with the help of artificial intelligence to identify incident trends and delivers solutions for future mitigation
• Ensures Corporate IT incidents are resolved in a timely and cost-effective manner; Manage escalations to the highest levels of satisfaction
• Promotes adoption of business enablement tools such as chat, portals, self-help, collaboration, and video conferencing to enhance the end user experience
• Stay abreast of the latest technology trends and develop business cases for future adoption
• Develop functional goals and objectives
• Create, track, and manage annual operating, capital, and project budgets]

Education And Experience You’ll Bring

• Bachelor’s degree in Information Systems, Computer Science, or equivalent work experience. Master’s degree preferred.
• 15 years of various experience in Information Technology
• 10 years of experience managing globally diverse support teams in a large global enterprise
• 10 years of experience and strong understanding of hardware and peripherals
• Extensive experience working with IT vendors, suppliers and managed services providers
• Working knowledge of infrastructure components (LAN\WAN\Wi-Fi)
• Experience in Microsoft and Cisco technologies
• Background in supporting and managing effective voice\video solutions
• Experience working in a service delivery environment within IT Infrastructure
• Ability to bring insight, knowledge, best practices and feedback to strategic discussions
• Excellent presentation, communication, negotiation, influence and collaboration skills
• Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally
• Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments
• Expert knowledge of business office management, including financial governance, procurement and contract management
• Advanced skills in managing teams in a technical environment

The base pay for this position is $184,000.00 – $368,000.00. In specific locations, the pay range may vary from the range posted.